Director of Customer Success

Mercell Holding AS; Stockholms kommun; Hybrid; SEK 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid work model

Health and insurance plans

Pension plans

Paid parental leave

Social events

Job summary

Mercell is seeking a Director of Customer Success to lead an international team and partner across Europe to drive adoption, value realization and retention. You will report to the Chief Customer Officer and shape a scalable CS function that champions customer outcomes.

You will guide strategy, build operational excellence, and empower managers and Customer Success Managers to deliver world-class experiences across markets, while aligning with Sales, Product and RevOps for a unified go-to-market

Qualifications

• Strong experience (ideally 6+ years) in Customer Success or commercial leadership roles within SaaS, tech, or complex service environments.
• Proven track record of building and leading high-performing, multi-market teams.
• Strong commercial acumen with experience driving adoption, renewals, expansion, and retention growth.
• Deep understanding of SaaS customer lifecycles, adoption frameworks, and value realization models.
• Highly analytical mindset with experience using data to drive strategy, forecasting, and operational improvement.
• Excellent stakeholder management skills, including senior leadership and external executive-level customers.
• Fluent in English.

Responsibilities

• Own and drive the end-to-end Customer Success strategy, including onboarding, adoption, retention, renewals and expansion across markets.
• Lead, develop, and scale an international team of Customer Success Managers, building a strong culture of accountability and growth.
• Partner closely with Sales, Product, RevOps, Marketing, Value Delivery and Support to ensure seamless customer journeys and a unified go-to-market approach.
• Develop our success metrics and dashboards across retention, NPS, expansion, adoption, and value realization.
• Translate customer insights into actionable feedback that influences product roadmap and commercial strategy.
• Build scalable processes and tools that enable customer growth while maintaining efficiency and quality at scale.
• Act as a senior customer advocate and executive sponsor for key strategic accounts.

Skills

Customer Success leadership

Multi-market leadership

SaaS experience

Commercial acumen

Data-driven

Stakeholder management

English fluency

Job description

At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together, let's shape the future and create real value for society, one innovative solution at a time.

Your Mission

This is an opportunity to shape the future of Mercell and elevate how we partner with our customers across Europe.

As Director of Customer Success at Mercell, you will be part of our Commercial Leadership Team and report to the Chief Customer Officer (CCO). You will lead an international Customer Success organization of around 30 people, responsible for driving customer adoption, value realization, retention, and long-term growth across our supplier and public sector customer base.

You will play a pivotal role in transforming Customer Success into a scalable, data-driven growth engine ensuring our customers achieve measurable impact through Mercell’s solution. You will also lead teams across multiple markets, setting the strategic direction, building operational excellence, and empowering managers and CSMs to deliver world-class customer experiences.

As part of the leadership team, you will help shape how Mercell grows, ensuring that customer value, product feedback, and commercial excellence remain at the core of everything we do.

Core Responsibilities

• Own and drive the end-to-end Customer Success strategy, including onboarding, adoption, retention, renewals and expansion across markets

• Lead, develop, and scale an international team of Customer Success Managers, building a strong culture of accountability and growth

• Partner closely with Sales, Product, RevOps, Marketing, Value Delivery and Support to ensure seamless customer journeys and a unified go‑to‑market approach

• Develop our success metrics and dashboards across retention, NPS, expansion, adoption, and value realization

• Translate customer insights into actionable feedback that influences product roadmap and commercial strategy

• Build scalable processes and tools that enable customer growth while maintaining efficiency and quality at scale

• Act as a senior customer advocate and executive sponsor for key strategic accounts

Required Qualifications

• Strong experience (ideally 6+ years) in Customer Success or commercial leadership roles within SaaS, tech, or complex service environments

• Proven track record of building and leading high-performing, multi-market teams

• Strong commercial acumen with experience driving adoption, renewals, expansion, and retention growth

• Deep understanding of SaaS customer lifecycles, adoption frameworks, and value realization models

• Highly analytical mindset with experience using data to drive strategy, forecasting, and operational improvement

• Excellent stakeholder management skills, including senior leadership and external executive-level customers

• Fluent in English

Preferred Qualifications

• Understanding of the public procurement sector

• Fluency in one or more Nordic languages is a plus

Start date

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid - working onsite at the office min. 3 days and from home, balancing flexibility with collaboration
Location: Copenhagen, Denmark or Stockholm, Sweden, or Oslo, Norway or Utrecht, Netherlands
Application Deadline:15 August 2026. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

What we offer

As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/pages/perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?

Then we can't wait to have you join our mission and looking forward to receiving your application!

Mercell is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.

Mercell handles all personal data in line with GDPR and our Privacy Policy.

Mercell does not provide relocation support. We are seeking candidates who are already based in, or have existing work authorization for, the country where the role is located.

Mercell may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.